Customer Service

Effective from 2nd November 2026 – Last updated on 2nd November 2026

1. Scope of application

1.1. These General Terms and Conditions of Sale (the “Terms”) govern the sale of products bearing the Peserico trademark (the “Products”) through the e-shop available at eu.peserico.com (the “e-Shop”) to customers who select as shipping country one of the countries listed in Annex A (the “Countries”).

1.2. For orders shipped to the Countries, the Products are sold by Calicantus S.r.l., with registered office at Via L. Mazzon 30, 30020 Quarto d’Altino (VE), Italy, VAT No. 03757590272 (“Calicantus” or the “Seller”), which acts as merchant of record: it concludes the contract of sale with the Buyer, collects the price, issues the tax documents and arranges shipment and customs clearance.

1.3. Confezioni Peserico S.p.A., with registered office at Via Lucca di Cereda 3, 36073 Cornedo Vicentino (VI), Italy, VAT No. 00655390243 (“Peserico”), owns the trademark and the e-Shop, manufactures the Products and dispatches them from its warehouse in Italy. On behalf of the Seller, Peserico provides customer care and inspects returned Products, as described in these Terms.

1.4. What matters is the shipping country selected by the Buyer, not the country from which the e-Shop is browsed. Prices, currency, product catalogue and service pages may differ depending on the shipping country selected. Orders for delivery to countries of the European Union are governed by Peserico’s separate terms and conditions available on the e-Shop.

1.5. Placing an order (the “Order”) requires prior acceptance of these Terms by ticking the relevant box at check-out. The Buyer is invited to read them carefully and to save or print a copy. The version in force on the date of the Order applies.

2. The Buyer

2.1. The e-Shop is intended for consumers, meaning natural persons acting for purposes outside their trade, business, craft or profession (the “Buyer”). The Buyer must be of legal age and have full legal capacity under the law of their country of residence.

2.2. Orders placed in the name of a third party without their authorisation are prohibited. The Seller may refuse Orders that appear to be placed for resale.

3. Contact details and customer care

3.1. For any information on Products, Orders, shipments, returns and refunds, the Buyer may contact Peserico’s Customer Care, which acts as first point of contact also on behalf of the Seller: contact form on the e-Shop, email contact@peserico.it, telephone +39 0445 450912, Monday to Friday, 9am-1pm and 2-6pm (Italian time).

3.2. Requests to return Products are submitted through the forms linked on the “Returns” page and, for defective or non-conforming Products, on the “Defective items” page, both available in the footer of the e-Shop and operated by the Seller (the “Return Portal”). The content of these pages depends on the shipping country selected.

4. Order and conclusion of the contract

4.1. To place an Order the Buyer completes the order form at check-out, as a registered user or as a guest, and accepts these Terms.

4.2. After the Order is placed the Buyer receives an email acknowledging receipt and stating the Order number. This email does not constitute acceptance of the Order.

4.3. The contract of sale between the Buyer and the Seller (the “Contract”) is concluded when the Buyer receives the email confirming that the Order has been shipped (the “Shipping Confirmation”). Until then the Seller may refuse the Order, in whole or in part, in the following cases:

a)    unavailability of the Products ordered;
b)    failure to authorise or capture the payment;
c)    obviously incorrect price shown on the e-Shop (for example, a material calculation or typing error);
d)    Orders flagged as potentially fraudulent by the payment provider or by Shopify;
e)    Products that cannot lawfully be shipped or imported into the selected Country, or Orders that the Seller reasonably believes to be intended for re-export to countries subject to restrictive measures of the European Union or other competent authorities.

4.4. If an Order is refused in whole or in part, the Buyer is informed by email and any pre-authorisation is released. Any amount already charged is refunded without undue delay and in any case within 14 days, using the same payment method.

4.5. Product images are illustrative. Minor differences in colour or texture due to screen settings do not constitute a lack of conformity.

5. Prices, taxes and duties

5.1. Prices are shown in the currency of the selected Country, as indicated in Annex A.

5.2. Prices shown on the product page and at check-out are final prices (“Delivered Duty Paid”): they include shipping costs, VAT or other sales taxes, import duties and customs fees of the selected Country. The Buyer will not be asked to pay additional charges on delivery for a regularly delivered Order.

5.3. Price changes apply from their publication on the e-Shop and do not affect Orders already placed.

5.4. Discount codes and promotions apply only if and as indicated on the e-Shop for the selected Country.

6. Payment

6.1. Payment can be made by the credit and debit cards accepted by Shopify Payments for the selected Country, Apple Pay and Google Pay. Other payment methods (for example bank transfer, PayPal or instalment services) are not available unless shown at check-out.

6.2. When the Order is placed, the amount is generally pre-authorised on the Buyer’s payment instrument. The amount is charged when the Products are ready for shipment. For some payment methods the amount may be charged when the Order is placed.

6.3. Payment data are processed directly by the payment provider through secure channels. Neither the Seller nor Peserico has access to the full card details.

6.4. The Seller issues the invoice or other tax document for the sale.

7. Shipping and delivery

7.1. The Products are dispatched from Peserico’s warehouse in Italy by UPS, on behalf of the Seller, to the address indicated by the Buyer in the selected Country. The Seller handles export and import customs formalities.

7.2. Indicative delivery times are shown on the e-Shop and in the “Shipping” page. In any case, delivery takes place within 30 days from the conclusion of the Contract. Customs controls may cause delays not attributable to the Seller.

7.3. After dispatch the Buyer receives the Shipping Confirmation with the tracking number.

7.4. The Buyer must be available to receive the delivery, or appoint someone to do so, and may be asked by the carrier or customs authorities for identification or other information required by local law. If the Products are returned to the sender because the delivery is refused or cannot be completed for reasons attributable to the Buyer, the Seller refunds the price paid, less the shipping, customs and return costs actually incurred.

7.5. On receipt the Buyer should check the packaging and, if it is damaged or tampered with, accept the delivery with a written reservation and inform Customer Care within 2 days of delivery. This does not limit the Buyer’s rights under the legal guarantee.

7.6. Risk of loss of or damage to the Products passes to the Buyer when the Buyer, or a person designated by the Buyer other than the carrier, takes physical possession of them.

8. Right of withdrawal

8.1. The Buyer may withdraw from the Contract without giving any reason within 14 (fourteen) calendar days from the day on which the Buyer, or a person designated by the Buyer other than the carrier, takes physical possession of the Products (the “Withdrawal Period”). If the law of the Buyer’s country of residence grants a longer period, that period applies.

8.2. To exercise the right of withdrawal the Buyer submits a return request through the Return Portal before the Withdrawal Period expires, or sends any other unequivocal statement to Customer Care. Exchanges of size or model are not available for the Countries: the right of withdrawal entitles the Buyer to a refund.

8.3. Peserico’s Customer Care checks the request (Order number, Products, timing). Once the request has been approved, the Seller sends the Buyer by email the prepaid return label and the pro-forma invoice required for customs, together with the instructions. This check does not limit the Buyer’s right of withdrawal. The Buyer must send the Products back within 14 days from the day on which they communicated the decision to withdraw.

8.4. The Buyer may return the Products in one of the following ways:

a)    Return service of the Seller: the Buyer affixes to the outside of the package the prepaid label and the pro-forma invoice sent by the Seller. The Buyer bears a fixed return contribution for the selected Country, shown in Annex A and in the Return Portal (the “Return Contribution”), which is deducted from the refund. No import duties are charged to the Buyer.

b)    Independent return: the Buyer arranges the return shipment at their own cost and risk, to Peserico Logistics, Via Mario Sbicego 33, 36073 Cornedo Vicentino (VI), Italy. In this case the Buyer also bears any export or import duties, taxes and customs charges on the return, which the Seller may deduct from the refund. The Seller recommends a tracked shipment.

8.5. The Products must be returned complete, with all tags, labels and accessories, in their original packaging. The Buyer may handle and try on the Products only to the extent necessary to establish their nature, characteristics and fit. Where the Products carry a plastic security seal, the Buyer is advised not to remove it if they intend to withdraw.

8.6. The returned Products are inspected by Peserico in its warehouse. If the Products show signs of wear, use, alteration or damage, or the security seal has been removed or damaged, the Buyer is liable for the diminished value of the Products, and the refund is reduced accordingly. Where the diminished value equals the price, no refund is due and the Products are made available to the Buyer, who may ask for them to be shipped back at their own cost.

8.7. The Seller refunds the price paid, less the Return Contribution or the costs in point 8.4(b) and any reduction under point 8.6, without undue delay and in any case within 14 days from the day it was informed of the withdrawal. The Seller may withhold the refund until it has received the Products back or the Buyer has supplied proof of having sent them, whichever is earlier. The refund is made with the same payment method used for the purchase, without further costs for the Buyer.

8.8. The right of withdrawal does not apply to Products made to the Buyer’s specifications or clearly personalised.

9. Legal guarantee of conformity

9.1. The Seller is liable to the Buyer for any lack of conformity of the Products that exists at the time of delivery and becomes apparent within 2 (two) years of delivery. The Products are in conformity if they match the description on the e-Shop, are fit for their normal purpose and have the qualities usual for goods of the same type.

9.2. The Buyer reports the lack of conformity to Customer Care, with photos where possible, or through the form on the “Defective items” page. Customer Care sends the instructions and, where the Products must be returned, a return label at no cost to the Buyer: no Return Contribution applies.

9.3. Peserico inspects the Products on behalf of the Seller. If a lack of conformity is confirmed, the Buyer is entitled, free of charge, to have conformity restored by repair or replacement, carried out by Peserico on behalf of the Seller, or otherwise to a proportionate price reduction or to a full refund. Refunds are made by the Seller with the same payment method used for the purchase, together with any costs incurred by the Buyer for the return.

9.4. Normal wear and tear, damage caused by improper use, washing or care contrary to the label instructions, and minor variations typical of natural materials are not a lack of conformity.

9.5. This article does not limit any further or longer rights granted to the Buyer by the mandatory law of their country of residence.

10. Product safety

10.1. The manufacturer of the Products is Confezioni Peserico S.p.A., Via Lucca di Cereda 3, 36073 Cornedo Vicentino (VI), Italy, email contact@peserico.it, which may be contacted for any report on Product safety.

10.2. Some Products may not be available for certain Countries because of transport or import restrictions applicable to them.

11. Intellectual property

11.1. The Peserico trademark and all distinctive signs, images, illustrations and logos on the e-Shop, on the Products and on their packaging belong exclusively to Confezioni Peserico S.p.A. Any use without its prior written consent is prohibited.

12. Limitation of liability

12.1. The Seller and Peserico are not liable for delays or failure to perform caused by events beyond their reasonable control, such as strikes, natural disasters, epidemics, armed conflicts, acts of public authorities, customs blockages or interruptions of telecommunication networks. Performance is suspended for the duration of the event, without prejudice to the Buyer’s right to terminate the Contract and obtain a refund if delivery does not take place within the term in point 7.2.

12.2. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under the applicable law, including liability for death or personal injury caused by negligence, for fraud, or under the mandatory consumer protection rules of the Buyer’s country of residence.

13. Communications

13.1. Communications on the Order are sent to the email address provided by the Buyer. Order confirmations and shipping and tracking notifications are sent through the e-Shop under the Peserico brand, also on behalf of the Seller. Return labels and the related shipping and customs documents are sent by the Seller through its own customer service system.

14. Personal data

14.1. Personal data provided by the Buyer are processed in accordance with the privacy policy available at eu.peserico.com/pages/privacy-policy. The privacy policy identifies the controller(s), the purposes of processing, the parties to whom data are disclosed (including the Seller, Peserico, the carrier and the payment provider) and the transfer of data outside the Buyer’s country.

14.2. To prevent fraud, the Seller and the payment provider may carry out checks on the Order and, where necessary, ask the Buyer for proof of identity.

15. Governing law and disputes

15.1. The Contract is governed by Italian law, without prejudice to the mandatory provisions of the law of the Buyer’s country of habitual residence that grant the Buyer greater protection, in particular on withdrawal, returns and legal guarantee.

15.2. The Buyer may bring proceedings before the courts of their country of residence or before the courts of Italy. Proceedings against the Buyer may be brought only before the courts of the Buyer’s country of residence, unless the applicable mandatory law provides otherwise.

15.3. Before taking legal action, the Buyer may contact Customer Care to seek an amicable solution, and may use any alternative dispute resolution procedure available in their country to which the Seller agrees to participate.

16. Amendments and language

16.1. The Seller may amend these Terms. Amendments apply to Orders placed after their publication on the e-Shop.

16.2. These Terms are drafted in English. If they are made available in other languages, the English version prevails, except where the law of the Buyer’s country of residence requires otherwise.

Annex A – Countries, currencies and Return Contribution

These Terms apply to Orders shipped to the countries listed below. They do not apply to countries of the European Union or to the United States of America.

Where the price was paid in a currency other than that of the Return Contribution, the Return Contribution is converted at the exchange rate applied by the payment provider on the date of the refund.